CALLCENTER ASSISTANT MANAGER - SHOPEE

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Recruitment Information

1. Work location: Ho Chi Minh
2. Industry: Sales / Business Development
3. Job level: Team Leader / Supervisor
4. Job type: Permanent
5. Salary: Competitive

 

Job description

• Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
• Supervising a dynamic team to support transcosmos’ Client managed services to team members through rostering, monitoring, briefing, coaching, and others. 
• Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
• Taking decision about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.
• Reporting to OM/General Manager/CC Director for any abnormalities in operation
• Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients
• Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset
• Following and making sure all team members are actively involved activities Service Improvement and Motivation Program
• Taking part in improving quality of all units in CX & System within agreed development period
• Making sure all team members are actively involved and work closely to achieve team and individual KPIs
• Developing personal performance and team members such as training, briefings, seeking information latest, and others
• Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
• Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client
• Provide Activity Report as Team performance report daily, weekly and monthly bases.
• Attending Weekly Meeting with Clients to share insights and highlights of operation.
• Attending to ad-hoc tasks as assigned by OM/General Manager or Client.

Job Requirement

• Minimum 2 years of experience in supervisor role (specialized in Call Center)
• Prefer candidate have experience in E-Commerce industry
• Good at English
• Project management experience, able to work independently on multiple concurrent initiatives
• Strong personality and leadership
• Moderate ability to identify and analyze data for trends and forecast
• Intermediate to advanced reporting skills

Required Job Skills

management trainer monitoring coaching planning forecasting director motivation training commerce english

Other Information

QUYỀN LỢI ĐƯỢC HƯỞNG

• Performance review: once a year + Bonus, 13th Salary.
• Annual company trip and team building
• A fully employee- care benefit system.

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